Head Crm

SRM Infratech Solutions; Ghaziabad District; On-site; INR 4,500,000 - 6,500,000; Full time

Job summary

SRM Infratech Solutions seeks an experienced Head of CRM to oversee the complete customer lifecycle, post-sales operations, client engagement, and retention strategies in our real estate ventures.

You will lead the CRM team, drive onboarding, documentation, collections, and ensure regulatory compliance, while optimizing data and CRM platforms for growth.

The role demands strategic leadership, strong analytics, and a track record of improving customer satisfaction and lifetime value.

Qualifications

• 10+ years of professional CRM, post-sales, or customer service experience.
• 4–5 years in a leadership role within Real Estate Residential, commercial, or property management.

Responsibilities

• Define and execute the end-to-end post-sales customer lifecycle strategy to maximize retention, satisfaction, and net promoter scores.
• Lead and mentor the CRM team, establishing KPIs and operational workflows.
• Oversee post-booking administration including onboarding, welcome calls, and agreements.

Skills

Strategic leadership

CRM strategy development

Data analysis

Customer lifecycle management

Education

Bachelor's degree in Business/Marketing/Real Estate

MBA (preferred)

Tools

MS Excel

Real Estate CRM systems

Reporting tools

Job description

Job Summary

We are seeking an experienced, strategic, and result-oriented Head of CRM to oversee our complete customer lifecycle, post-sales operations, client engagement, and retention strategies. The Head of CRM will lead the customer relationship department to ensure flawless execution of post-sales administration, collections, documentation (Agreements/Possession), customer onboarding, and overall client satisfaction. You will be responsible for driving customer loyalty, lifetime value, upselling/cross-selling opportunities, and streamlining CRM tech platforms.

Key Responsibilities

1. Strategic Leadership & Customer Experience

• Define and execute the end-to-end post-sales customer lifecycle strategy to maximize retention, satisfaction, and net promoter scores.
• Lead and mentor the CRM team, establishing key performance indicators KPIs and operational workflows.
• Serve as the senior escalation point for high-priority client grievances, complex disputes, or handover delays.

2. Post-Sales Operations & Documentation

• Oversee all post-booking administration, including client onboarding, welcome calls, allotment letters, and Builder-Buyer Agreements.
• Ensure strict adherence to regulatory compliance standards (e.g., RERA, local land housing authority guidelines, data privacy laws).
• Manage payment demand letters, collection schedules, installments, interest calculations, and receipt issues alongside the finance team.

3. Handover & Possession Management

• Oversee project completion, site visit scheduling for inspections, snagging/fit-outs, and final possession procedures.
• Coordinate cross-functionally with Project Site teams, Legal, Architecture, and Finance to ensure timely unit deliveries and legal transfers.
• Drive a seamless "welcome home" experience during key handover to boost brand reputation.

4. CRM Technology & Data Management

• Lead the implementation, optimization, and daily administration of real estate CRM software.
• Manage database integrity, lead tracking, automated follow-ups, and customer segmentation.
• Analyze operational data to build comprehensive MIS reports, Daily Status Reports, collections forecasts, and churn risk analysis for executive management.

5. Customer Engagement & Business Growth

• Implement referral programs, repeat-buyer incentives, and upselling/cross-selling campaigns targeting existing property owners.
• Organize customer engagement events, property updates, and milestone site-visit tours.

Key Performance Indicators

• Customer Retention & Referral Rates: Conversion of existing client base for secondary purchases/referrals.
• Collection Efficiency: % of on-time collections against generated demand letters.
• Turnaround Time : Speed of issue resolution, agreement processing, and documentation output.
• Customer Satisfaction: NPS score and CSAT scores post-handover.
• On-time Delivery & Handover: % of smooth unit handovers delivered with minimal post-possession complaints.

Qualifications & Requirements

Education & Experience

• Bachelors degree in Business Administration, Marketing, Real Estate, or a related field; an MBA is strongly preferred.
• 10+ years of professional experience in CRM, Post-Sales, or Customer Service, with at least 4–5 years in a leadership role within Real Estate Residential, commercial, or property management.

Technical & Functional Skills

• Advanced proficiency in Real Estate CRM systems -4qt.
• Deep understanding of real estate post-sales workflows, payment plans, legal documentation, mortgage financing processes, and housing regulations.
• Strong capability in data analysis, reporting tools, and MS Excel for executive dashboards.